Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.
At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Wealth & Investment Management, or WIM, is one of the United States’ leading providers of financial and investment services. WIM provides a full range of personalized wealth management, investment, and retirement products and services to meet clients’ unique needs and help them achieve financial goals. Our mission is to help clients pursue their financial goals with confidence. We accomplish this by:
o Building enduring client relationships through sound, thoughtful, and objective advice
o Developing individualized plans for clients to help meet their financial objectives
o Helping clients build, manage, preserve, and transition their financial resources and wealth
WIM serves clients through the following businesses:
o Wells Fargo Private Bank serves high-net-worth individuals and families.
o Wells Fargo Advisors provides investment advice and guidance to clients through more than 13,200 full-service financial advisors and referrals from more than 5,450 licensed bankers.
o Wells Fargo Asset Management brings together a strategic balance of investment capabilities to serve the investment needs of institutions, financial advisors, and individuals worldwide.
Through Wells Fargo Private Bank, WIM is also a leading provider of trust, investment, and fiduciary services, including personal trust services and a number of specialized wealth services designed to meet the diverse needs of high-net-worth clients.
The Investment Contact Center (ICC) provides service and support for clients of WIM’s five lines of business: Abbot Downing, Retirement, Wealth Management, Wells Fargo Advisors (WFA), and Wells Fargo Asset Management (WFAM). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have employees who work on support teams in business administration, operations, and strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences.
This position is in the Investment Contact Center Command Center team, which supports 1,000+ front line on phone employees across ICC and Digital as well as backup support for intra day management to 600+ Employees across Brokerage Operations. The team currently provides support during all week days (Monday-Friday, 8 AM-12 Mid-Night EST; Weekends/Holidays are limited support on-call.
Key responsibilities include:
a. As part of real time queue management, the analyst needs to assesses and executes multiple ad-hoc skill proficiency requests intra-day to shore-up staffing shortfalls and protect Service Levels.
b. The Command Center team is critical to the ongoing remediation and controls tied to governance and controls around addition and deletion of agent skills. This remediation effort has tight turnaround expectations on a daily, monthly and quarterly basis.
c. Command Center Real Time management and tactical support across all the line of business teams
d. Lead Resource performance planning calls on a weekly basis and issue resolution support as needed
e. Lead and participate in business initiatives
f. Reporting trends, business insights and monitoring and reporting on outliers to LOB teams
g. Support front line phone reps, time sensitive intra-day queue management and schedule optimization for optimizing e. business service levels, Real Time Adherence management and BCP support.
h. Assist with processing daily email requests from front-line reps and managers within a 24-48 hour business SLA
i. Additional routines and work deliverables as part of meeting Business Service Levels on a daily basis
View the “Working at Wells Fargo – Investment Contact Center” video on YouTube to learn more about what it’s like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service — the foundation of our culture. Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying: https://youtu.be/7rNz5Is0PnE
#INDEEDCC
***Job posting may be removed earlier than stated close date due to volume of applicants.
Knowledge of Workforce Management systems like Aspect WFM, Verint etc.
MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
MN-Minneapolis: 600 S 4th St - Minneapolis, MN
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.